{"id":507838,"date":"2023-02-18T18:02:15","date_gmt":"2023-02-18T18:02:15","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?post_type=research-and-insight&#038;p=507838"},"modified":"2025-04-05T09:10:46","modified_gmt":"2025-04-05T09:10:46","slug":"las-nuevas-reglas-del-servicio-de-atencion-al-cliente-permitir-una-experiencia-personal-oportuna-y-fluida","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/las-nuevas-reglas-del-servicio-de-atencion-al-cliente-permitir-una-experiencia-personal-oportuna-y-fluida\/","title":{"rendered":"Las nuevas reglas del servicio de atenci\u00f3n al cliente: permitir una experiencia personal oportuna y flu\u00edda"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2021\/04\/Capgemini_Customer-Experience_new-rules.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Las nuevas reglas del servicio de atenci\u00f3n al cliente: permitir una experiencia personal oportuna y flu\u00edda<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2023\/02\/Capgemini-Customer-Service-paper_SAP-Service-Cloud_2021A-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Download point of view<\/span><span class=\"type\">6 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/las-nuevas-reglas-del-servicio-de-atencion-al-cliente-permitir-una-experiencia-personal-oportuna-y-fluida\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/las-nuevas-reglas-del-servicio-de-atencion-al-cliente-permitir-una-experiencia-personal-oportuna-y-fluida\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Cinco consideraciones clave para las organizaciones a la hora de adaptar, modernizar y optimizar su estrategia de servicio al cliente.<\/h2><p class=\"intro-para-content\">La pandemia ha acelerado el cambio a lo digital en todos los sectores. Mientras que muchas organizaciones han actualizado y adaptado r\u00e1pidamente sus capacidades de venta para responder a esta disrupci\u00f3n del mercado, no se puede decir lo mismo en funci\u00f3n del servicio.<br><br><\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p><strong>En este documento, exploramos cinco nuevas reglas del servicio al cliente que pueden guiar a las organizaciones a medida que se adaptan, modernizan y optimizan su oferta de servicios:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Garantizar que todos los indicadores clave de rendimiento (KPI) est\u00e9n vinculados a conocimientos pr\u00e1cticos mediante la toma de decisiones de servicio al cliente basada en datos.<\/li>\n\n\n\n<li>El servicio omnicanal es ahora\u2026 el siguiente es sin canales.<\/li>\n\n\n\n<li>El servicio debe ser proactivo, pragm\u00e1tico y oportuno.<\/li>\n\n\n\n<li>El ecosistema debe ampliarse para incluir el servicio al cliente ampliado.<\/li>\n\n\n\n<li>El servicio se basa en la tecnolog\u00eda y est\u00e1 dirigido por el ser humano.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-puesta-en-practica-las-cinco-nuevas-reglas-del-servicio-con-capgemini-y-sap-service-cloud\"><strong>Puesta en pr\u00e1ctica las cinco nuevas reglas del servicio con Capgemini y SAP Service Cloud<\/strong><\/h4>\n\n\n\n<p>SAP Service Cloud proporciona la base y las capacidades t\u00e9cnicas a partir de las cuales las organizaciones pueden construir la funci\u00f3n de servicio del futuro. Capgemini, socio estrat\u00e9gico de SAP desde hace mucho tiempo, se encuentra en una posici\u00f3n \u00fanica para ayudar a las organizaciones a elaborar una estrategia de servicio integral que aproveche todas las capacidades de <strong>SAP Service Cloud<\/strong> mediante la ejecuci\u00f3n de las nuevas reglas del servicio al cliente.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"816\" height=\"482\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2023\/02\/SAP.jpg\" alt=\"\" class=\"wp-image-509618\" srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2023\/02\/SAP.jpg 816w, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2023\/02\/SAP.jpg?resize=300,177 300w, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2023\/02\/SAP.jpg?resize=768,454 768w\" sizes=\"auto, (max-width: 816px) 100vw, 816px\" \/><\/figure>\n\n\n\n<p>El servicio es la nueva venta. Si est\u00e1s de acuerdo con esta afirmaci\u00f3n, lo m\u00e1s probable es que tu organizaci\u00f3n necesite tomar medidas audaces y deliberadas para activar las oportunidades de ingresos basadas en el servicio.<\/p>\n\n\n\n<p>Descarga este POV para saber c\u00f3mo los expertos en servicios de Capgemini -y nuestro equipo dedicado a SAP Service Cloud- pueden ayudar a tu organizaci\u00f3n a adaptar, modernizar y optimizar tu funci\u00f3n de servicio para ofrecer el m\u00e1ximo valor al negocio y una experiencia superior a los clientes.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":367,"featured_media":10193,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"81f097b8-a9bb-4072-8cec-ebf4590a9a5f\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":239,"primary_term":"Customer 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